TY  - BOOK
AU  - Donoghue,Karen
TI  - Built for use: driving profitability through the user experience 
SN  - 0071383042
PY  - 2002///
CY  - New York
PB  - McGraw-Hill
KW  - Customer services
KW  - Management
KW  - Customer relations
KW  - Consumer satisfaction
KW  - Strategic planning
N1  - Includes bibliographical references and index
ER  -